Digital Workplace Intelligent Operations Principal Lead

Join our team as a Digital Workplace Intelligent Operations Principal Lead. In this role, you will be responsible for modernizing Digital Workplace operations through automation and intelligent tooling. You will drive the transformation from reactive, ticket-centric workflows to a proactive, intelligence-led operating model. Your focus will be on reducing manual operational work, improving service reliability and efficiency, and enabling self-service capabilities for employees. You will also champion modern operations practices and build collaborative partnerships with cross-functional engineering teams.

• Drive the evolution of Digital Workplace Operations toward an automated, intelligence-driven operating model by identifying and eliminating manual operational work through automation and workflow redesign.
• Champion modern operations practices across the Digital Workplace organization, driving the shift from a reactive support model to a proactive, automation-led model guided by experience KPIs.
• Build collaborative partnerships with cross-functional engineering teams to resolve complex, high-impact issues quickly, promoting faster feedback loops and iterative improvement to continuously enhance service quality and experience.
• Preferred Skills & Experience
• Familiarity with AI-assisted operational tooling, virtual agents, or automation copilots within service management or workplace platforms
• Experience with endpoint monitoring or digital employee experience (DEX) platforms such as Nexthink, Lakeside SysTrack, Tanium, or similar
• Experience using dashboards, telemetry, and analytics tools to inform and prioritize operational initiatives
• Familiarity with enterprise automation frameworks or orchestration tools
• Familiarity with Agile or Agile Swarming methodologies
• Endpoint Telemetry & Experience Monitoring
• Operational Analytics
• Familiarity with enterprise IT service management platforms such as ServiceNow
• Solid understanding of digital workplace operations and endpoint lifecycle management
• Ability to build automation using PowerShell, Python, or Bash for rapid prototyping or data extraction
• Digital Workplace Platform Knowledge
• Ability to analyze device telemetry, performance data, and operational metrics to identify automation opportunities
• Ability to analyze operational data and incident trends to identify reliability risks and drive improvements
• Experience with enterprise endpoint management platforms such as Microsoft Intune, Jamf, or equivalent